Patient Co-ordinator

Responsible to: Patient Services Lead

Accountable to: The Partners

Price’s Mill Surgery is located in the heart of the beautiful market town of Nailsworth, we
are a friendly, progressive practice where effective teamwork enables us to deliver an
excellent range of services to our patients.

We are looking to recruit two Patient Co-ordinators to join our enthusiastic, supportive and
friendly team.

In this front of house role you will assist and direct patients to access the appropriate
healthcare professional or service and manage prescription requests and queries. The
ideal candidate will approach their work in a courteous, professional and efficient way.
You will show initiative, be pro-active and be able to prioritise your workload. You will be
part of a dedicated, reliable and high performing team.

The ideal candidates will be someone with good customer and interpersonal skills with the
ability to work calmly under pressure.

Main Duties of the Role are:

• Provide general assistance to the practice team and project a positive and professional image to patients and other visitors
• Processing requests for appointments, visits and telephone consultations and direct patients to the appropriate healthcare professional or service
• Facilitate effective communication with patients and other service users
• Process repeat prescription requests and deal with prescription queries in accordance with practice guidelines.

Post 1 Hours: 29.25*

Monday 09:30-18:30 (1 hr for lunch)
Tuesday Non-Working Day
Wednesday 08:15-18.30 (1 hr for lunch)
Thursday 09:00-18:15 (1 hr for lunch)
Friday 07:45-12:00
Saturday: 08:30-12:30 (on a rotational basis, approx. 4 per year), to be paid at normal

rate as overtime or taken as TOIL

Post 2 Hours: 30.75*

Monday 07:45-16:00 (30 min for lunch)
Tuesday 08:30 – 18:00 (1 hr for lunch)
Wednesday 08:30-17.30 (30 min for lunch)
Thursday Non-Working Day

Friday 11:00-17:00
Saturday: 08:30-12:30 (on a rotational basis, approx. 4 per year), to be paid at normal

rate as overtime or taken as TOIL

*Flexibility is essential as the role requires rotational cover for Saturday morning enhanced
access clinics, plus other absence cover.

Please see the Job Description and Person Specification for full details of the role.

Job Overview

The Patient Co-ordinator will assist with the smooth running of reception, dealing with telephone, online and face to face requests and queries. Responsible for all front of house services and patient signposting.

The ability to use own judgement, resourcefulness and common sense, work under pressure whilst remaining calm is essential, as is the ability to work as part of a team. A flexible and cooperative approach is essential.

Ideally, we are looking for someone with previous medical receptionist experience, although applicants with transferable skills should also apply as full training will be given.

Adhering to health and safety, confidentiality, policies and procedures.

Core Responsibilities/Duties

Reception duties and responsibilities:

Answering the telephone in a professional manner aiming to answer calls in a timely manner. Assist

patients with their queries and signpost them to the most appropriate appointment or service.

• Completing triage questionnaires with patients who are unable to use the online platform (Anima)
• Prioritising whether calls are urgent or routine and booking patients face to face and via telephone adhering to book on the day slots.
• Taking accurate and relevant telephone messages ensuring these are passed to the correct team member.
• Daily use of SystmOne clinical system
• Daily use of Anima online platform
• Deal with all enquiries at the front desk and explain practice polices, giving patients the appropriate paperwork where necessary and taking payment when required.
• Dealing appropriately with visit requests and emergency calls
• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
• Carry out reception duties in line with the Reception Handbook and also following direction from the Patient Services Lead
• Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
• To have a thorough knowledge of all practice procedures
• Process Registration of temporary patients
• Process patient online access requests as appropriate.
• Open incoming mail and forward to the appropriate person/team
• Ensure internal mail and samples are sent with the delivery.
• Record and pass on messages to clinicians via tasks.
• Ensure correct GPs are approached for messages and are not interrupted unnecessarily during consultations.
• Process repeats prescription requests in accordance to practice guidelines, using reference to the prescription clerk handbook.
• Promote and provide patients with the help and services the Practice can offer which will enable a better patient experience.
• Effectively manage own time, workload and resources
• Liaise with other parties, such as the pharmacy or other healthcare workers, in a courteous manner as
• required for patient care purposes
• Ensuring that the reception office and consulting rooms are kept tidy and well stocked with day-to-day requirements
• Ensuring that all public areas are kept tidy and safe at all times.
• Fulfil the practice premises requirements on your appointed days. This includes opening up, locking up, ensuring the building is secure and operating the burglar alarm
• Liaise with the management team to identify shortfalls in service provision to improve services to patients or improve the efficiency of the practice.
• Attend meetings and undertake further training as required. Such meetings and training may be outside the normal working hours of the post holder.
• Any other duties appropriate to the post as delegated by the Patient Services Lead, Practice Manager or GP Partners
• To work in accordance with written protocols
• Working as a flexible member of the team to ensure the smooth running of the practice. This will include working Saturday mornings on a rotational basis to cover enhanced access clinics and also may include overtime to cover absent colleagues or taking on other duties as appropriate.

Generic Responsibilities

Our Values- Our Behaviors

• People First - People are at the heart of everything we do.
• Future Focused  - We are optimistic. We learn and always try to improve.
• Embracing Change - We are bold, innovative and disciplined about making use of our resources to continually improve.
• Working Together - We provide services in partnership with patients, families and other services.
• Everyone Counts - We value, appreciate and respect each other. We work with integrity and trust.

All staff are expected at all times to work in ways and exhibit behaviours which reflect these values,
consistent with the surgery’s Behavioural Framework.

Health & Safety

All staff are subject to the requirements of the Health & Safety at Work Act and have a responsibility to ensure their work methods do not endanger other people or themselves. Staff are required to contribute to the control and reduction of risk by:

• Using personal security systems within the workplace according to practice guidelines
• Making effective use of training to update knowledge and skills
• Ensuring that infection control policies, procedures and guidelines are adhered to.
• Immediately reporting any incident, accident, near miss or potential risks identified

Equality, Diversity and Promoting Dignity at Work
All staff are expected to value and respect the diversity of all patients, carers, contractors and colleagues by:

• Respecting people’s privacy, dignity, needs and beliefs
• Behaving in a manner which is welcoming, is non-judgmental and respects people’s circumstances, feelings, priorities and rights
• Behaving in a manner conducive with an environment free of bullying and harassment, in which staff are able to report issues knowing they will be dealt with promptly and sensitively, and all forms of bullying and harassment are unacceptable and not tolerated.

Personal and Professional Development

All staff are required to commit to, and take responsibility for, ongoing professional development, to
include:

• Participating in training programmes implemented by the practice as part of this employment.
• Participation in an annual individual performance review
• Taking responsibility for keeping up to date with developments and changes in areas relevant to their role
• Undertaking and maintaining all mandatory training requirements of their role
• Contributing to shared learning by updating colleagues on specialist areas at practice meetings and training.

Quality and Risk

All staff are responsible for the quality of their individual performance and are required to contribute to the quality of the service the practice delivers. This includes:

• Being familiar with practice standards, policies, and standard operational procedures (SOPs). All staff must apply and adhere to these at all times.
• Alert other team members to issues of quality and risk when identified
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance.
• Effectively manage own time, workload and resources
• Participate in audit where appropriate
• Attending team and practice meetings and training

Data Protection and quality

All staff have a responsibility for individual and practice data protection and data quality control. This
includes:

• Being aware of their responsibilities under the Data Protection Act 2018, as detailed in the practice Data
• Protection and Security Policy. Staff must manage information they deal with in the course of this employment in such a way that meets the requirements of the act.
• Understanding the availability of complete, comprehensive, accurate and timely data is essential in the provision of high-quality services. Ensuring that information is recorded at all times in the line with the practice’s policies and procedures for data quality.
• Identifying and immediately reporting data protection and data quality breaches.

Confidentiality

Staff by necessity have access to confidential information relating to patients, carers, colleagues, other healthcare workers, and the business of the practice. All staff are expected to be familiar with the practice’s policies for confidentiality and at all times adhere to it.

Safeguarding

Every member of staff has a responsibility to be aware of and follow relevant national and local policy in relation to safeguarding children, adults and vulnerable patient groups. This includes keeping up to date with relevant training and seeking supervision when needed.

Flexibility

This job description will be subject to review and amendment, in consultation with the post-holder, to
meet the changing needs of the practice and the service. This job description is a reflection of the current position, and the post-holder is expected to view it as a guide rather than an exact description of all duties and responsibilities.

Please click on Apply Now and email your CV and covering letter by CLICKING APPLY NOW!

Interviews on Tuesday 3 November 2026.